Senior IT Support Engineer NICE CXone
Core
Senior IT Support Engineer acting as the final escalation point for complex, high-impact incidents and leading root cause analysis for enterprise contact center platforms.
Role type
Senior IC infrastructure engineer (contact center platforms)
Builds
Scalable, maintainable technical designs and resilient, secure, high-volume cloud-based solutions for enterprise contact center services.
Domain
Healthcare technology / Contact Center as a Service (CCaaS)
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Technical leadership, distributed technologies, systems development, networking, enterprise contact center platforms (NICE CXone), telephony, routing, integration components, infrastructure strategy, architecture standards, technical specifications, mentoring, benchmarking analysis, capacity planning, physical architecture design.
Preferred skills
None stated
Technologies
NICE CXone, Cloud DevOps
Responsibilities
Resolve difficult technical issues and lead root cause analysis to improve platform reliability; provide expert guidance on enterprise contact center platforms; define technical direction for infrastructure solutions; assess infrastructure strategy implications and recommend options; partner with architects and engineers to convert business needs into scalable technical designs; translate requirements into technical specifications; ensure solutions align with architecture standards; mentor technical team members; review technical specifications and identify opportunities to improve service levels and ROI; guide physical architecture design for new initiatives.
Seniority
Senior, hands-on IC with leadership capacity
